Collections

Work every company that owes money from one file: see the debt, record what you did, send the official notice, and keep promises in view.

What You Can Do

• Browse open cases by country, debt type (credit or prepaid), phase, owner and aging
• Open a case and see the client, the overdue documents, recent payments and the full history
• Record a call, WhatsApp, email or visit (channel and result required) without leaving the panel
• Register a payment promise (one amount on a date, or parts that finish on a date)
• Send one collections notice by email, in the platform and WhatsApp — the wording follows the case phase
• Correct contacts, notes and locations on the same client file the sales team uses
• Attach evidence that stays with the company after the case closes
• Configure who receives new files (finance, legal and commercial fallback) on Assignments
• Export the table you are looking at (large files arrive in the exports drawer)

Getting There

1. Sign in to Admin with a role that includes Collections (collections-menu).
2. Open Collections in the main navigation.
3. You land on the case table. Assignments is a separate screen from that module (/collections/assignments).

Without Set as manager you only see cases where you are the commercial owner or the area owner, and the Assignment filter is locked to you.

Without Manage collections you can read a case but you cannot record management, send a notice, change owners or register a promise.

Common Tasks

Finding a case

1. Use the country selector at the top of Admin if you work one country at a time.
2. Click a credit or prepaid card (or a phase segment on the bar) to filter the table.
3. Narrow further with phase, status, owner, company, aging, amount or “overdue next action”.
4. Click a row — or open a Slack link /collections?id=… — to open the case panel.

Amounts on a row are in the client’s currency. The three cards at the top are in your currency.

An aging figure that starts with + is a floor (the prepaid start date could not be reconstructed exactly), not an exact day count.

Reading the case panel

The panel has three columns on a wide screen (see the case redesign):

• Left: who the client is, credit line, this case’s debt, overdue credits and recent payments
• Center: Timeline (write first, history below), then Follow-up, Contacts, Locations and Mail
• Right: phase and status, both owners, next action, send notice, promises, previous episodes, documents

On a tablet the timeline comes first. On a phone the columns stack.

Use the previous / next controls to walk the current page without closing the panel.

Recording a management note or contact

1. Stay on Timeline.
2. Open Register management.
3. Choose Note or Contact. Contact requires a channel (call, WhatsApp, email, visit) and a result (effective, no answer, wrong number, promise, dispute, refusal).
4. Write what happened. Optionally set the date you will resume the case.
5. Save. The history refreshes in place. The first action on a new file moves it to In management.

Sending the collections notice

1. On the right, read the helper under Send collections notice. It states the level of the current phase (1 reminds … 5 is the formal legal letter). You cannot pick a different wording.
2. Confirm. You may add a short note; it travels inside the same message.
3. Check which channels reached the client. WhatsApp is often skipped until the approved template exists — that is still work pending, not a full failure.

The same notice is what the automatic weekly job sends. Opening a case does not email immediately; the first letter goes out on the next daily notices run (not only on that company’s weekday).

Registering a payment promise

1. Open Payment promises on the right.
2. Choose Lump sum (pay the amount on the date) or Installments (pay in parts, finish on that date). Installments ask how many parts — not a calendar per cuota.
3. Enter the amount and a date that is today or later.
4. Save. The case status becomes Promise. Only one pending promise is allowed; resolve it before adding another.

The case sync (every four hours) marks a promise kept when the client has covered the amount, or broken the day after the date if they have not.

Changing owners or phase

• Commercial owner is the salesman (or KAM, or the commercial pool if both are missing). Change it by hand if the snapshot is wrong.
• Area owner is finance, or legal once the file is in Legal. The system rewrites this only when the file enters or leaves Legal.
• Changing phase by hand sticks; the job will not overwrite it. Legal does not fall back automatically if the client pays down the oldest documents.

Configuring assignment rules

1. Go to Collections → Assignments (or /collections/assignments).
2. Add a rule: pick the administrator, the team (finance, legal or commercial), optional country, optional amount floor and aging floor.
3. Several defaults on the same team are allowed. New files go to the matching rule with the fewest open cases.

Finance rules feed the area owner. Commercial rules are only the fallback when the company has no usable salesman or KAM. Legal rules apply when the phase is Legal.

What the system does on its own

You do not open or close files by hand. Two scheduled jobs keep the book current. Both stay dark until an operator turns on the admon / collections feature flag.

Case sync — six times a day (00:30, 04:30, 08:30, 12:30, 16:30, 20:30, server clock):

• Opens a file when a company has overdue credits or a prepaid negative balance
• Updates the amount, aging and phase on files that still owe
• Closes a file when the debt is gone
• Marks payment promises kept or broken
• Tells assignees on Slack when a file opens or the phase changes
• Does not email the client on open (that waits for the notices job)

Notices — once a day at 16:00 (treated as 10:00 Mexico if the server is on UTC):

• Reminds a credit-line client 5 days before a due date and on the due date
• Sends the first collection letter to every new file that has not been emailed yet, then uses leftover room for the weekly reminder (one seventh of the book that day)
• Pings both owners on Slack when a next-action date is due

Exporting the book

1. Set the same filters you want in the file.
2. Use the table export. A short list downloads immediately. A long list appears in the exports drawer and can notify you on Slack.
3. The file matches every row the filters select, not only the page on screen.

Frequently Asked Questions

Why does one company have a single case if it has many overdue credits?

The file belongs to the company. New overdue documents update the same case. A second case would split the conversation.

Why did the aging go down after a payment?

Payments settle the oldest credit first. When that document is paid, the file ages from the next one.

Why is a prepaid aging frozen when new charges appear?

A negative balance has no start date of its own. The system reconstructs it once when the file opens and then keeps that anchor so new surcharges do not make the case look younger or older.

I cannot see a case I know exists.

You probably lack Set as manager, and you are not the commercial or area owner. Ask an admin to assign you or to grant the permission.

The notice button is missing.

You need Manage collections, and the case must still be open.

WhatsApp said skipped.

The approved template for that notice level is not registered yet. Email and the in-platform notice can still go out. Register collections_notice_l{level} when Marketing has the template.

Jobs are not opening new cases.

The database flag feature_flags for project admon and name collections is off or missing (fail closed). The listing still works so you can inspect existing files. An operator turns the flag on (optionally with a company allowlist) without a deploy.

Do I need the CRM menu?

No. Collections can read and write the client follow-up (notes, contacts, locations) with collections permissions. A phone number you correct here is the number Sales sees.

Related

• Technical overview — Data flow, tables and decisions
• API — Endpoints and permissions
• UI — Screens and panel layout